Product Improvement Suggestion: Jira for Tickets Integration
Issue:
Currently, all tickets created via the Jira for Tickets integration in Intercom are assigned in Jira under the name of the person who installed the integration, rather than the agent handling the Intercom ticket.
This creates two key problems:
- Notification Overload: The installer of the integration receives a flood of Jira email updates for tickets they are not actively involved in.
- Confusion for Jira Responders: Since tickets are created under the installer’s name, rather than the actual Intercom assignee, Engineering teams find it difficult to track the correct point of contact for each issue.
Workarounds & Challenges:
We explored using the Reporter field as a workaround, mapping the Intercom assignee to the Jira reporter via parameterized configuration. While this did help clarify ownership, the Jira tickets were still technically created by the integration installer. This led to:
- Confusion among Engineering teams about who was responsible for the issue.
- Lack of Jira email notifications for the actual reporter, further reducing visibility.
To mitigate the notification issue, we’ve set up workflows to push Jira updates back into the related Intercom conversation. While this helps keep our agents informed, it doesn’t solve the manual effort required to escalate issues between departments.
Proposed Improvement:
We would like to see an enhancement that allows Jira tickets to be created under the name of the assigned Intercom agent rather than the integration installer. This would:
- Reduce unnecessary email notifications for the installer.
- Improve clarity for Jira responders.
- Minimize manual copy/paste efforts for agents, ensuring a smoother, more efficient workflow.
Leveraging the integration for single-click ticket creation—while ensuring the correct agent ownership is reflected—would allow us to use the integration to its full potential.